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Heena Dawnak

As the pandemic peaks and wanes, consumer behavior has radically changed. The need for continuous innovation and digital transformation has never been more pronounced.

As the phases of COVID-19 progress, businesses must reset their business strategy, build resilience to serve their customers better. By partnering with CVS, UPS now delivers prescription drugs via drone to the largest retirement community in the US, Florida.

Future-proof your CX Strategy for the 'New Normal'

  1. Adapting a Digital-First Approach that meets the expectations of the new digitally conscious customer. Facing an ever-lasting shift, businesses need to adopt an agile approach to CX that ensures omnichannel service and seamless integration of digital channels.

    By embracing a Digital culture with empathy, thoughtful digital transformation, and proactive communications – your business can endure in times of disruption with speed and agility.
  2. Proactive Customer Service leads to a better Customer Experience. With the increased adoption of digital channels and technological advances, customer service and support organizations (CSS) are ramping up exploration of proactive customer service. It is a clear win-win situation for CSS and customers.

    What are the benefits?

    • Significant cost advantages with reduced incoming calls, higher customer engagement with self-service channels and massive reduction in aggregate talk time.
    • CSS organizations are preemptively made aware of the issues in advance, his increases customer satisfaction and lowers effort resulting in a better CX.
    • B2B
  3. Mitigate skill imbalances by redeploying existing staff. Digitalization is creating a rather fierce competition in recruitment.

    Businesses can tackle this by redeploying their current staff. Organizations need to understand every individual's capabilities in order to build teams, functions, or units with an optimal mix of capabilities to address the changing business needs.

To Conclude

The ability to deliver on your mission regardless of crisis has become a competitive advantage for those who embrace it as a core principle. Resilient companies that build strong and trusted relationships with customers to better their CX.

Customer behavior is changing rapidly, if you don't plan for the future today, you may find tomorrow is too late. Companies must rethink where and how they can connect and engage with consumers.

Lead the Way Forward and Emerge Stronger from the crisis.

Heena Dawnak

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Tags: Agile, Agile Methodology, COVID-19, Crisis, Lean, Lean Mindset, Pandemic, Resilience Through Disruption

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